Hertz Rent A Car

I flew to DC to surprise my fiancée, who is in the Marines and stationed nearby. I was the one that was surprised when Hertz charged me $ 225 more than I agreed to for my 3 day rental.
This is my first time renting a car, and unfortunately I chose Hertz. When I went to pick up my car, the attendant told me there would be a 20 min wait (which I said was no problem) and asked if I would like to be upgraded for free. I said sure! Except she charged me an extra $ 25 for the upgrade and didn’t tell me or ask if I agreed to pay it.
Also, I understand the need for security deposits. But you should tell your customers you’re going to charge them, not take $ 200 out of their bank account without informing them why or that you’re doing it.
I’m in law school, and I never sign anything without reading it. I read the entire rental agreement, and NOWHERE does it say that I agree to an additional $ 200 security deposit. The attendant lead me to believe I was signing for the agreed to amount and terms on the receipt I had with me, and didn’t show me or tell me about any differences between my receipt and her charges.
I called to ask about the charges, got bounced around a few call centers, and was just told that the deposit was Hertz policy so tough shit for me. Actually I read your policy, and it’s not.
If you want to be charged double what you’ve agreed to with no notice or explanation, Hertz is the company for you!

I had a really big issue with a Hertz one-​way rental this past Valentine’s Day (DCA-​BWI). Allow me to explain below:
1. I booked a hertz one way (DCA-​BWI) using premium car using points, which came out to something like 1100+ points and $ 21.95. Hertz deducted the points upon booking.
2. Upon arrival, I did not get a premium car, so hertz switched me into a premium car. This process took an hour because of issues at the gate TWICE on switching the car. Hertz staff gave me an estimated charge of $ 134.88, to which they said will go down to my online quote of $ 21.95 when I return the car at the next location.
3. When I got to the destination (BWI), Hertz return agent said the car could not be returned and I had to fix this at the counter. We were about to miss our flight, so I ran up to the counter and explained quickly that this was booked on already-​deducted points and should be $ 21.95, not $ 100+. The agent did not care at all and said to take this up with Billing.
Problems:
1. I booked on points already. Now I am already out at least 1100 points from this reservation.
2. I have $ 100 charged on my card instead of the original quoted $ 21.95.
3. Hertz staff at DCA, including the manager «Yonas», deceived me by saying the original reservation would be good.
4. Hertz staff at BWI was unprofessional and did not do anything to help, even knowing of my upcoming international flight.
I’ve had many good trips with hertz as a President’s Circle member, but this trip is making me reconsider my membership.

Despite the courteous customer service reps at the counter… the delay here is unacceptable
I regularly rent from Hertz due to the convenience and speed of your Club Gold program. Coming out of the terminal and having a car assigned to pick up is quick and easy, and exactly why I come back time and again.
This location has a broken down electronic board (where I would normally see my name and assigned car) and a line of about 6 people in front of me. What’s the point of having Club Gold???
Disappointing. Will not be using Hertz on my return trip to DC.

Counter rep was VERY nice and understanding but problem was that Hertz’s new definition of a «Full-​Sized SUV» that is advertised as «holds 7» was actually what most people consider to be a COMPACT SUV that if even 4 people were to ride in it — would have little room for suitcases or carry-​ins. Had to spend 30 minutes in the cold with the nice rep trying to get myself, my wife and one child switched to a MID-​sized SUV that had enough room for 3 of us and our 3 suit cases. I’d like to be in that meeting at Hertz Corporate HQ when some genius exec decided it would be a good idea to trick their formerly loyal customers into paying $ 100++/day for a MINIATURE SUV.

I saw previous reviews talking about their horrible experience and I’m really sorry for them.
I rented a car here because we were leaving for the weekend with my family that was visiting. Everything went really smoothly, the car was ready, clean, the person at the desk was smiling and helpful, I was out in no time…
Really nothing bad to say: regular car renting process with no specific issue.

Great Service on Christmas Eve. Car was exactly what I asked for, clean and newer. Young lady at Gold counter did great job helping clients and keeping her Christmas spirit on a cold late night when everyone arrived late. Same for young man at gate. Renting at DCA can be
difficult some times but this was very nice. Will be back at Hertz next time I need a car in DC area.

Took a while to get our car even when we had a reservation. Be warned they hold double the amount on your credit card when you take possession of the car. May be an issue for sone people who don’t have wiggle room on card. The car itself worked but was beat up for only a couple years old. Also didn’t smell very good. They did not show us if there were any cosmetic issues they found before we left which made me nervous. Bringing back was easy and quick. Rate was cheapest among all rental companies.

Actually this is the first time 12÷19÷15 in a long while that renting at DCA was not a nightmare. Jackie at the Gold Desk took care of me.
But in general renting at DCA on a weekend is a nightmare. Cars are never ready and or in working condition. Whomever is in charge of Hertz DCA should be fired. There are systemic problems with car cleanliness, availability. Customer service is non existent. And I blame management not the employees for poor training. These are on going issues and not new but no one management seems to care.

I will never again as long as I live rent from @Hertz DCA again!!! I have been a constant customer, renting for the past three months straight with exception of one week. My last rental was for five weeks. I purchased a car of my own over the weekend and needed to turn my rental in a week early, as I no longer needed it. Not only did I not receive a refund on the eight days left on the rental, my card was charged an additional $ 192 dollars in taxes and fees. THIS IS UNEXCEPTABLE!!!
It is not bad enough that I missed an audition in September (when I rented my first car with these people), due to a rude employee (Miss Jackie) who took it upon herself to change my reservation and put me in the car SHE wanted, telling me I would have to take it and make due. I called and emailed the manager of the DCA location (Dan Thompson), who had resolved the first issue and told me to contact him personally with any future issues OR to arrange further rentals. When I contacted him by email to inform him I was returning the car early, my email went UNANSWERED. I called and when he did not answer the call, I left a voice mail which also went UNANSWERED.
SO, let’s make sure I have this straight… I turn a car in a week early and Hertz DCA not only gets my money, but you gets to rent the car again and make MORE money… Talk about a GREAT customer experience. I am beyond upset. NOW, my account is overdrawn and I owe overdraft fees for this and anything else that might attempt to go through the account. But, that is not Hertz’s problem, IS IT?
I hope it was worth it to make an uh happy customer… ALMIGHTY DOLLAR, RIGHT? YOu can’t even rate them at a zero. There just ain’t no justice in the world!!!

booked a rental car deal throu a on line discounter you dont know the company until you pay i was quite surprised when it turned out to be hertz, as they were the most expensive do not book directly at the airport they want a arm and a leg for the smallest car in the lot .
finding the rental area at washing national airport is no easy task. dont follow the signs i did and found i was going round in circles eventually after asking around i was directed to the parking area the agent on duty of course mentioned the idea that i needed their insurance and a set price for gas so you didnt have to fill up when returning i full tank (small car) would hace cost more htan the fixed price she offered i said no to both the gas deal and insurance the usual upgrade was presented again no was the answer the price was the one i agreed to with the online offer 3 rd floor to pick up the car in the allocated parking spot and then onto the exit and check out for vehicle MAKE SURE YOU DO THIS DILIGENTLY as mine had scratches and dents all over the rear, make sure he marks the card accordingly or you might get a bill on return for damage you didnt do .
return was easier and the attendant even gave me a ride back to the terminal for my home bound flight not a bad experience the car was not clean but reliable and reasonably priced if only they had the pick up point more clearly marked not much fun dragging luggage all over the terminal before finding the car rental area.

Very Quick… I was in and out no surprises no let downs. I was very pleased with the car. Overall I would give it an 8 out of 10. The only problem was the little young chick at the check in counter she was very rude. Aside from that everything was good.

Third time renting from this location… no cars. Even with a prepaid reservation no car. Too bad there isn’t a zero star rating. Shame on me for thinking it would get better. Hertz, if you are listening I’m dropping my Gold membership!

This place has the WORST customer service ever! My bf paid for a car through Hotwire, went to pick it up and they COMPLETELY discriminated against him and treated him like a suspect. He was never given the car and was run around the mill. He is an upstanding citizen and I’m seriously in shock. When I called to talk to the bitch who treated him so poorly, she hung up on me. Don’t rent from Hertz. Even their general customer service line was awful when we called to complain.

Bad service. I had a reservation and when I arrived on time, I was told to wait 1 hour to get my car…
And I didn’t get any discount from this inconvenience.

Is there a zero stars section?! I cannot stress enough of how much Hertz in general and this location are the absolute worst! I got my nice «carfirmation» and when I went to my space… no car. I then went up to the desk and told the woman (that wouldn’t sit up straight and acknowledge me or get out of her seat from across the room) that I didn’t have a car and needed to get an intermediate with EZ pass. She just looked at me with a dumb look on her face like she had NO IDEA of a solution. Um… you had one job. She then tells me she can’t guarantee and EZ Pass and that the car space shouldn’t have been given to me. Again… no solutions. Then she just waves her hand and tells me to go look myself and find a car in Gold Choice that has EZ Pass. After walking through HUNDREDS of cars triple parked I told her that I saw one, but it was a tiny car and I was taking clients around. Then she huffs and puffs and looks on her computer and sends me to parking lot BFE to another tiny car with EZ Pass. I then drive to the gate to leave so I don’t miss my meeting when I double check the EZ Pass to find the holder is EMPTY. I am then told that I have to wait for the cars behind me to back up and then I have to back up and drive all the way back around the car wash and maintenance area to return the car and START OVER. When I told the woman that I needed her to help me and not just send me off without what I need she treated me like and animal and just told me she couldn’t help me and just to go find something on my own. She yelled at me in front of other employees and customers as I traipsed back out to find another car.
Seeing as how ZERO people stood up for me or actually stood up at all, I decided to call customer service which lead to 10 calls directing me to unattended voicemail boxes, managers of IT departments and two people that hung up rather than passing me on to a supervisor and one employee that took down my number for a manager to call me and then I never heard from them again. I WILL NEVER RENT FROM THERE AGAIN and will do my best to make sure that my company switches providers. Absolutely horrified! DO NOT RENT FROM HERE!!!

Im a gold member and go here every week and they never have cars. Be prepared to add 30 – 45 minutes to your travel day waiting for them. Then when you leave the line is out the door. Another time they gave me a car with low air pressure. Asked for another and they sent me to a car with a dead battery. They clearly don’t check the cars before assigning them to customers.

If I could leave negative stars I would. I think they should add that option to Unilocal,just so we can make the point more clear. DO NOT rent from Hertz. Especially don’t rent from them if you’re looking at a Hotwire deal. Short story: it was a bait and switch which resulted in my being charged more than double what I agreed to.
Here’s the details: I went for a hotwire special, the kind where you don’t know the agency until after you pay. I got a good deal on a full size rental, and Hertz was revealed as the vendor. Fine. When I arrived at Hertz to pick up the car, I got there at 1:00 pm, exactly when I said I would. The line was more than out the door… it snaked into the parking lot at Reagan National. It moved like a slug. I was in that line over 2 hours before I reached the front, where a very nice guy ushered me over to one of the «express» kiosks. It’s like Skype with an agent… you hold a phone receiver and chat with someone not physically in front of you. That part didn’t bother me.
What bothered me was I told her I had a hotwire deal. I gave the reservation number. She found it by having me swipe my credit card in the kiosk machine. Fine. She noted I had a full size rental. Then she asked me how many people would be in the car… an odd question. I’ve never been asked that. I told her «two». She asked how much luggage we had. I told her one suitcase. We don’t need a lot of space, it was just a two day rental… a quick weekend trip for labor day.
She typed a bit and said «let’s put you in a Jeep Patriot, it sits higher for better visibility and it has usb charge capability.»
OK. fine.
Notice she did NOT say «by the way, this is an upgrade from the deal you signed up for.» Not at any time did she mention the word upgrade.
She asked if I wanted the insurance. I asked how much. She said $ 34/​day. Damn, I pay $ 109 per MONTH for my own car. WTH are they smoking? I told her no. My own insurance covers the rental and I just want the hotwire deal I already paid for.
She didn’t say anything after that, other than to ask me to sign the receipt.
Remember I’d been in that line over 2 hours. I was in pain… concrete did not agree with my back. I was low blood sugar. I needed to eat, I needed to drink, and I needed to get the hell out of town. I signed the receipt and took off. As I walked to the car I did notice that the receipt said $ 165, not the $ 130 I was expecting. I thought… huh. Why the difference? When I got to the car, I saw the installed GPS thing (a piece of crap by the way but I digress) and thought perhaps I got charged for that. I didn’t ask for it. But I was very late leaving by now and very hungry… so I left.
Fast forward… when I returned the car, they had me sign again, which I figure is the «I brought the car back in good shape» paperwork, until I saw the receipt said $ 165 and again wondered about the cost difference. So I looked up my account online… and saw TWO charges. One from hotwire for $ 135, and one from Hertz for $ 165. Yes, they charged me AGAIN. The receipt does say upgrade. An upgrade I NEVER asked for, was NEVER told I was getting… they took advantage of my need to leave and just did it without asking. I would imagine they do this routinely, and hope that you don’t notice. I would imagine they make a TON of money this way… because many people were in the same boat as me, with hotwire deals, but late for something, anxious to get out of there, not paying attention to the fine print, whatever.
I did call. The coldest customer service rep ever told me I signed the paperwork and therefore am liable for the amount. Technically… she’s right.
Morally…they couldn’t be more wrong.
So I leave this review as a warning to others… don’t make my mistake. Don’t be me. Before you sign that damn paperwork make SURE you understand the cost involved. Don’t let them «upgrade» you without your knowledge. Look at the final total, make sure it matches what you were supposed to be charged.
I feel like an idiot, for getting scammed by this supposedly reputable company. Now that I’ve done some googling I realize this is a common tactic of theirs and I’m just one of many… a statistic. Don’t be a statistic too. Rent from someone else. Someone who won’t try to steal money from you.

After waiting in line for 35 minutes, we finally got to the counter. AFTER swiping the card and signing, the lady at the counter told us it would take at least another hour to get a car!
So, we decided we have no time for that and that getting a taxi would be faster. So than the lady at the counter says there’s no problem to cancel, but they get to keep the 200 $!!
What??? It’s not our fault we had to cancel!
Horrible costumer service. Horrible everything else.
Avoid!!! There’re enough places here to rent from without the condescending attitude.

I made my reservation through Priceline, but I have a Hertz Gold membership. I had a lot of luggage to carry on my own — 3 large suitcases, 2 backpacks, and a purse. I arrived at the DCA Hertz location and went up to the 3^rd floor for Gold members. Although there was no one else being helped by the employee at the Gold counter, she told me I needed to go downstairs again with all of my bags and wait in line. Apparently making a reservation through a 3^rd party site «cancels out your Gold membership» (what?) and my reservation was «on the computers downstairs,» so she couldn’t access it. It’s 2015 and you’re telling me that Hertz’s computer system is so antiquated that it does not allow someone to access all of the reservations? That’s absurd and it sounds like you need new software. I went downstairs and got in line — all of the kiosks were closed, and there was only 1 agent at the counter. I had to wait «only» 24 minutes to finally just get up to the counter (I was behind 2 other people), but I feel bad for the rest of the people waiting — there were 8 people who lined up behind me. Additionally, the waiting area was filthy — empty chip bags and trash sitting all over the coffee table and black pleather chairs. Other car rental companies seem to have things figured out — I wish Hertz could, too. Picking up a car from National takes like 5 minutes, and only longer if you can’t decide on which car to rent from the Aisle.

I’ve had my best car rental experience at this Hertz and received the best customer service ever I am astounded, first when I went to go rent the car the man behind the counter named Orlando gave me the best service I could have received, and helped me out through a little problem with my card ¹⁰⁄₁₀
The car was great, a Chrysler 200, no problems whatsoever and it completed the job, and then when I returned the car, I was late for my bus and I was bound to miss it, but then the worker there named Ronald actually gave me a ride on the car all the way to the bus station! I was awestruck, totally loved it. I recommend this place and workers a million times over

When I arrived to the airport my RESERVED vehicle was not ready and they put me on the «waiting list». The stuff does not seems to be apologetic about this situation. It seems that this is pretty normal to them not to have a previously reserved vehicle.
The wait was very frustrated as there is no waiting area near a small counter in the garage and many people were waiting. The downstairs counter was closed and we congregated near small kiosk right in the parking garage — the area the size of my kitchen. I was tired from long flight and have 1.5 drive in rainy weather ahead of me. It was also annoying that they process Gold members ahead of other waiting customers.
When they finally found a vehicle it was not the type I’ve reserved. I reserved small but they give me ultra-​compact. It was not optimal for long highway drive in night during the rain but I took it anyway because I was tired of waiting. Again no apologies or retributions (rare discount?) were offered.

This place needs better customer service training! We use rentals from here frequently and usually have an ok experience. It is confusing on where to go as there are multiple levels that have Hertz cars in the garage and gold members go to a different counter that is upstairs.
The last time we rented — the day after we returned the car we realized we had forgotten a pair of keys. We went back to see if they had been found and we spoke with a guy at the counter who said the car had already been rented to another person and he couldn’t do anything to help us. We asked if anything was found and he said ‘no’.
Frustrated and annoyed that he pretty much said he couldn’t do anything to check for us we decided to follow up with someone else. Luckily, a few minutes later a woman sits down at the counter and we approach her with our issue.
Her response: ‘Sure, let me go check to see if anything was turned in yesterday!’. The guy who initially told us there was nothing he could do for us was in earshot of our conversation with this woman and he wouldn’t even look up from the computer.
Minutes later the woman returned with our keys. If we encountered her first, this review would be more than 2 stars.

Hey Hertz, I love waiting in line for an hour and watching the one clerk you have on duty (during rush hour) check in a line of 20 people, one painstaking customer at a time.
Next time I’m going to bring a six pack, a lawn chair and a chicken sandwich so my final hours on Earth waiting for a car won’t be so bad.

The worst rental car service ever! First of all, there are very few employees available. In principle, you should be able to use the kiosk and do it by yourself but it did not work…
we waited in line 20 minutes to talk to the representative although there were only two people in front of us. he was veeeeeery slow… Once we talked to him, we had to wait ²⁵⁄₃₀ minutes before the car was ready (we arrived one hour an a half after the reservation time).
We returned the car at midnight and the instructions were minimal and it took us 30 minutes to finally check out.
I rented several cars before with Enterprise and Alamo and I never experienced such a bad service.